Troubleshoot issues with Adobe Connect application for desktop

Troubleshoot issues and errors related to the Adobe Connect desktop application for Windows and MacOS.

Adobe Connect offers a variety of ways to attend meetings, classes, and webinars. You can use the Adobe Connect desktop application for Windows and MacOS, or from most browsers across many platforms including ChromeOS and Linux, or the Adobe Connect mobile application on Android and iOS.

To learn more about the desktop application, see Adobe Connect application for desktop.

Installation, deployment, and download issues

The Adobe Connect application is compatible with Adobe Connect 9 and later versions. If you are an Adobe Connect 8 user, the older versions are available on the Downloads and Updates page under the 'On-premise and managed services' link.

Note:

Close all instances of the application before updating the application. If an instance of the application is open, the installer will prompt you to close the application before updating.

How do I get the application for desktop?

You can download the application from www.adobe.com/go/learn_desktop_en.

To install the application, close all the instances of Adobe Connect and then start the installation.

How can administrators deploy the application?

If you are an administrator, you can silently deploy the Adobe Connect application to multiple machines in your organization using the Microsoft System Center Configuration Manager (SCCM). For more information, see Install application for desktop.

My administrator installed the application on my machine but I cannot locate it.

Once the application is deployed, users must log out and relogin for the application to be available for use.

How to proceed if installation fails because of a download error?

Restart your computer and try installing again. 

If you still cannot install the application on Windows, download the 'Standalone installer for Windows' from the Downloads and Updates page. The download is a self-contained installer that installs the application without downloading any more components from the Internet.

Adobe Connect application installer download error

How do I access the installation logs?

If the download fails, click Email Error Log. In your email client, the installation log file is attached automatically and you can send it to your administrator. Alternatively, you can access the log file directly at %tmp%\Err[SomeString].tmp.log. For example, on Windows 10, the path is C:\Users\[UserName]\AppData\Local\Temp\Err[SomeString].tmp.log.

Usage and meeting launch issues

How do I launch the application?

When you install the application, it optionally creates a desktop shortcut.

If you cannot find the desktop shortcut, you can launch the application from the following installation path:

  • On Windows, the folder is %appdata%\Adobe\Connect. For example, on Windows 10 the default installation path is C:\Users\[username]\AppData\Roaming\Adobe\Connect.
  • On Mac, the folder is /Applications/Adobe Connect/ directory for administrators and <HOME>/Applications/Adobe Connect/ for non-administrator users.

I cannot attend events by entering the event URL in the application.

Currently, the application does not accept Adobe Connect event URLs. Open these URLs in the browser.

I cannot open URL links to content uploaded to Content Library (PPTX, PDF, MP4, etc.) using the application.

The application is for meetings only and does not open content library URLs.  Open these URLs in the browser.

When I access a meeting in Chrome, my application does not open and the workflow is stuck in a loop asking me to install the application.

Via Chrome browser, when opening a meeting in the application for the first time, if you do not associate the application as the handler of the connectpro protocol, then Chrome cannot launch the application. When prompted to associate connectpro protocol with the already installed application on your machine, if you select to not be reminded again then follow these instructions to get the prompt again.

  1. On Windows, at C:\Users\[username]\AppData\Local\Google\Chrome\User Data\Default, open the Preferences file.
  2. Locate the string connectpro in the Preferences file.
  3. Change its value from true to false. That is, change "connectpro":true, to "connectpro":false, and save the file. Alternatively, remove the string "connectpro":true, and save the file.

Even though the application is installed, my browser cannot detect it and does not launch a meeting in the application.

For various reasons a browser may not be able to detect that the application is already installed on your desktop. In this case, it prompts you to install the application again. Follow the onscreen instructions and reinstall the application.

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